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Towards More Convenient Services: A Text Analytics Approach to Understanding Service Inconveniences in Digital Platforms

2023 | HICSS | Citations: 0
Authors: Amat-Lefort, N.; Barnes, S.

Abstract: In today's fast-paced world, where time is our most valuable asset, convenience ... Expand

Abstract: In today's fast-paced world, where time is our most valuable asset, convenience is on the rise. This trend has led to a huge growth in digital on-demand services, which target convenience-oriented consumers. Using big data and text analytics, we examine the impact of service inconveniences on customer satisfaction in the context of on-demand food delivery. Building on the Model of Service Convenience and Attribution Theory, we analyze 235,147 user-generated reviews via a combination of keyword-assisted topic modelling and cumulative link model analysis. We introduce the concept of Remote support inconvenience and identify the key topics related to each inconvenience. We find that all service inconveniences negatively influence satisfaction (especially cancelled orders and remote support incidences), and the effects are exacerbated when moderated by stability or controllability attributions. These insights contribute to our theoretical understanding of service inconvenience and can help platforms identify and improve critical areas of their services. Collapse

Semantic filters: attribution theory

Topics: user satisfaction customer satisfaction mobile application user-generated content crowdsourcing

Methods: natural language processing topic model exploratory data analysis ANOVA parametric test

Theories: attribution theory
Explainable artificial intelligence in information systems: A review of the status quo and future research directions
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2023 | Electronic Markets | Citations: 4
Authors: Brasse, Julia; Broder, Hanna Rebecca; Förster, Maximilian; Klier, Mathias; Sigler, Irina

Abstract: The quest to open black box artificial intelligence (AI) systems evolved into an ... Expand

Abstract: The quest to open black box artificial intelligence (AI) systems evolved into an emerging phenomenon of global interest for academia, business, and society and brought about the rise of the research field of explainable artificial intelligence (XAI). With its pluralistic view, information systems (IS) research is predestined to contribute to this emerging field; thus, it is not surprising that the number of publications on XAI has been rising significantly in IS research. This paper aims to provide a comprehensive overview of XAI research in IS in general and electronic markets in particular using a structured literature review. Based on a literature search resulting in 180 research papers, this work provides an overview of the most receptive outlets, the development of the academic discussion, and the most relevant underlying concepts and methodologies. Furthermore, eight research areas with varying maturity in electronic markets are carved out. Finally, directions for a research agenda of XAI in IS are presented. Collapse

Semantic filters: attribution theory

Topics: explainable artificial intelligence artificial intelligence user requirement electronic market user experience

Methods: literature study literature sample cluster analysis synthesis machine learning

Theories: information systems theory activity theory agency theory attribution theory cognitive fit theory
The Downside of Displaying Agentic Values: Evidence from Shareholder Activism
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2023 | Organization Science | Citations: 0
Authors: DesJardine, Mark R.; Shi, Wei

Abstract: Activist shareholders face a challenging task in preemptively identifying execut ... Expand

Abstract: Activist shareholders face a challenging task in preemptively identifying executives who they perceive might destroy shareholder value—before harm is done. We develop a framework where activist shareholders resolve this problem by forming attributions about executives’ intentions based on their displays of agentic values, which reflect independence and control. For activist shareholders, a strong display of independence can evoke concerns that an executive will act without the regulation of shareholder input, and a strong display of control can create concerns an executive will engineer governance provisions to their own benefit. As such, we hypothesize that above-average agentic value displays by CEOs increase the likelihood firms are targeted by shareholder activists. Extending our theory, we argue the positive effect that agentic value displays have on attracting shareholder activism is stronger when CEOs permit higher spending on corporate and stakeholder investment, both of which can exacerbate shareholder harm when executed poorly. We also posit that activism campaigns driven by CEOs’ agentic value displays will largely come from activist shareholders seeking to exert their own control over agentic-speaking CEOs. Using data on shareholder activism campaigns at US-based companies from 2003–2018, we find support for our hypotheses. We discuss multiple theoretical implications for research on corporate governance, stakeholder management, and investor relations. Collapse

Semantic filters: attribution theory

Topics: corporate governance research and development accounting database system Netflix

Methods: descriptive statistic theory development instrumental variables estimation robustness check statistical hypothesis test

Theories: big five model attribution theory behavioral economics
Why Users Accept Discriminatory Pricing: The Roles of AI Agent's Presence and Explanation

2023 | International Conference on Information Systems | Citations: 0
Authors: PENG, XIAO; Peng, Xixian; Xu, David (Jingjun)

Abstract: Discriminatory pricing practices have raised consumers' negative reactions. Thi ... Expand

Abstract: Discriminatory pricing practices have raised consumers' negative reactions. This study investigates how AI agent's presence and the use of explanations impact consumers' acceptance of discriminatory pricing. A scenario-based experiment revealed that AI agent's presence negatively moderates the negative relationship between offer unfavorability and offer acceptance, which is mediated by perceived justice and invasion of privacy. Moreover, this research indicated that for unfavored price, environmentbased explanation is more effective than user-based explanation and the positive effect of AI agent's presence on offer acceptance is more pronounced when providing user-based explanations. This study contributes to price management literature and AI decision literature by illustrating how the AI agent's presence asymmetrically shapes consumers' perceptions of offer outcomes, enriching our understanding of consumer responses to AI. The findings have implications for firms managing discriminatory pricing, offering insights into optimal AI agents and explanation utilization for enhancing customer experience and business performance. Collapse

Semantic filters: attribution theory

Topics: artificial intelligence price management privacy Uber consumer behavior

Methods: statistical hypothesis test ANOVA parametric test survey moderation analysis

Theories: distributive justice theory procedural justice theory attribution theory
How Human-AI Collaboration Affects Attribution of Responsibility for Failure and Success

2023 | International Conference on Information Systems | Citations: 0
Authors: Passlack, Nina; Heyder, Teresa; Klemm, Falco; Posegga, Oliver

Abstract: Individuals increasingly seek algorithmic advice to optimize their decision mak ... Expand

Abstract: Individuals increasingly seek algorithmic advice to optimize their decision making. This study aims to investigate the effects of receiving algorithmic advice on individuals' attribution of responsibility for their achievements. The study is based on an experiment with a 2 x 5 design of two dimensions: achievement (success vs. failure) and advice (no advice; human-based advice with high and low expertise; and algorithmic advice with high and low accuracy). The findings from a pilot study suggest that the experimental design is largely appropriate, given that we found answers to our hypotheses. This short paper provides valuable insights for future research on the attribution of responsibility for success and failure when receiving algorithmic advice. Collapse

Semantic filters: attribution theory

Topics: artificial intelligence personality decision making user attitude

Methods: experiment computational algorithm experimental design personal interview survey

Theories: attribution theory
The double-edged sword of delivery guarantee in E-commerce
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2023 | Decision Support Systems | Citations: 0
Authors: Yang, Hu; Zhang, Yu; Chen, Kedong; Li, Ji

Abstract: E-commerce retailers (e-tailers) are increasingly competing in order fulfillment ... Expand

Abstract: E-commerce retailers (e-tailers) are increasingly competing in order fulfillment to win over customers. Delivery guarantee emerges as a key competitive factor. Prior studies have examined the relationship between delivery performance and consumer satisfaction, but little attention was paid to the practice of delivery guarantee itself. This study examines delivery guarantee as a decision support tool provided by e-tailers. Particularly, we draw on the signaling theory, expectation disconfirmation theory, and attribution theory to investigate whether it is worth to offer delivery guarantee, who (what kind of e-tailers) can benefit more from it, and how e-tailers should manage the order fulfillment process when they offer delivery guarantee. Through analyzing data from Alibaba using the Heckman Ordered Probit Model, we show that delivery guarantee can be a double-edged sword. That is, offering and meeting a delivery guarantee leads to higher consumer satisfaction towards order fulfillment than not offering one, but failing to meet the guarantee lowers consumer satisfaction more than not providing it. We further show that large e-tailers are more negatively affected by failed guarantees than small ones, and that the “middle mile” (delivery en route) of order fulfillment significantly reduces consumer satisfaction if failed. Taken together, this study generates implications for e-tailers that consider providing delivery guarantee. Large e-tailers should be especially cautious and assess their capability and commitment. The middle mile should receive enough managerial attention in addition to the widely concerned last mile. Collapse

Semantic filters: attribution theory

Topics: logistics management decision support system decision making electronic commerce decision support

Methods: robustness check causality analysis statistical hypothesis test propensity score method experimental group

Theories: signaling theory attribution theory expectation disconfirmation theory lemon market theory
Repairing Integrity-Based Trust Violations in Ascription Disputes for Potential E-Commerce Customers

2022 | Management Information Systems Quarterly | Citations: 0
Authors: Deng, Honglin; Wang, Weiquan; Lim, Kai

Abstract: Trust violations of online sellers are widely reported in customer reviews and a ... Expand

Abstract: Trust violations of online sellers are widely reported in customer reviews and are often ascribed to the sellers’ lack of integrity. These reported violations reduce potential customers’ trust in the accused sellers, given the critical role of seller integrity in e-commerce. However, accused sellers and buyers often dispute the ascriptions of trust violations (e.g., sellers may argue that a violation is due to their lack of competence instead of their integrity). The trust repair literature has inadequately focused on effective strategies to repair reported integrity-based trust violations in ascription disputes. Drawing upon attribution theory and individuals’ cognitive sensemaking process regarding trust violations, we propose an account-based approach through re-ascription and stability attributions, enabling accused sellers to repair potential customers’ trust in them in the event of such disputes. We theorize the effectiveness of this approach by considering the contingent role of the accused seller’s reputation. The results of our laboratory experiments confirm the effectiveness of our approach in repairing potential customers’ trust for sellers with a high reputation but not for sellers with a low reputation. We further investigate the effectiveness of disclosing substantive amends (i.e., financial compensation) made by the accused seller to the victim as an alternative approach to repairing potential customers’ trust in sellers with a low reputation. The results reveal the significant effects of disclosing substantive amends on repairing potential customers’ trust in the seller, regardless of the seller’s reputation. Collapse

Semantic filters: attribution theory

Topics: electronic commerce sensemaking web page online review website

Methods: experiment analysis of covariance laboratory experiment experimental task descriptive statistic

Theories: attribution theory
Adverse consequences of emotional support seeking through social network sites in coping with stress from a global pandemic
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2022 | International Journal of Information Management | Citations: 7
Authors: Islam, A.K.M. Najmul; Mäntymäki, Matti; Laato, Samuli; Turel, Ofir

Abstract: This study explores how using social networking sites (SNSs) to cope with stress ... Expand

Abstract: This study explores how using social networking sites (SNSs) to cope with stressors induced by a global pandemic (in this case, COVID-19) can have negative consequences. The pandemic has imposed particular stressors on individuals, such as the threats of contracting the virus and of unemployment. Owing to the lockdowns and confinements implemented to limit the spread of the pandemic, SNS use has surged worldwide. Drawing on Lazarus and Folkman’s theory of stress and coping, we consider COVID-19 obsession to be an adverse emotional response to the stressors brought about by the pandemic and emotional support seeking through SNS as a coping strategy. Furthermore, we identify SNS exhaustion as an adverse outcome of this form of coping. Finally, we analyze the intention to reduce SNS use as a corrective behavioral outcome to mitigate the negative effect of SNSmediated coping. The findings indicate that: 1) the threat of the COVID-19 disease and the threat of unem ployment drive COVID-19 obsession; 2) COVID-19 obsession contributes to emotional support seeking through SNS; 3) emotional support seeking through SNS exerts a positive effect on SNS exhaustion; 4) SNS exhaustion contributes to the intention to reduce SNS use. Our results advance Information Systems (IS) research by focusing on the use of Information Technology (IT) to cope with stressors that are essentially not IT-related; such research is largely absent from previous literature. Furthermore, our paper contributes to the increasing amount of literature on IT-mediated coping with stressors and reduced social media use. Collapse

Semantic filters: attribution theory

Topics: pandemic information system use Facebook usage intention social media

Methods: survey design theory development partial least squares regression descriptive statistic Student's t-test

Theories: attribution theory
Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention
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2022 | Electronic Markets | Citations: 0
Authors: Meyer (née Mozafari), Nika; Schwede, Melanie; Hammerschmidt, Maik; Weiger, Welf Hermann

Abstract: Firms use robots to deliver an ever-expanding range of services. However, as ser ... Expand

Abstract: Firms use robots to deliver an ever-expanding range of services. However, as service failures are common, service recovery actions are necessary to prevent user churn. This research further suggests that firms need to know how to design service robots that avoid alienating users in case of service failures. Robust evidence across two experiments demonstrates that users attribute successful service outcomes internally, while robot-induced service failures are blamed on the firm (and not the robot), confirming the well-known self-serving bias. While this external attributional shift occurs regardless of the robot design (i.e., it is the same for warm vs. competent robots), the findings imply that service recovery minimizes the undesirable external shift and that this effect is particularly pronounced for warm robots. For practitioners, this implies prioritizing service robots with a warm design for maximizing user retention for either type of service outcome (i.e., success, failure, and failure with recovery). For theory, this work demonstrates that attribution represents a meaningful mechanism to explain the proposed relationships. Collapse

Semantic filters: attribution theory

Topics: robotic crowdsourcing robo advisor conversational commerce user behavior

Methods: ANOVA parametric test post-hoc analysis survey experiment

Theories: attribution theory cognitive theory
Claim success, but blame the bot? User reactions to service failure and recovery in interactions with humanoid service robots
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2022 | HICSS | Citations: 2
Authors: Mozafari, Nika; Schwede, Melanie; Hammerschmidt, Maik; Weiger, Welf H.

Abstract: Service robots are changing the nature of service delivery in the digital econom ... Expand

Abstract: Service robots are changing the nature of service delivery in the digital economy. However, frequently occurring service failures represent a great challenge to achieve service robot acceptance. To understand how different service outcomes in interactions with service robots affect usage intentions, this research investigates (1) how users attribute failures committed by humanoid service robots and (2) whether responsibility attribution varies depending on service robot design. In a 3 (success vs. failure vs. failure with recovery) ✕ 2 (warm vs. competent service robot design) between-subject online experiment, this research finds evidence for the self-serving bias in a service robot context, that is, attributing successes to oneself, but blaming others for failures. This effect emerges independently from service robot design. Furthermore, recovery through human intervention can mitigate consequences of failure only for robots with warm design. The authors discuss consequences for applications of humanoid service robots and implications for further research. Collapse

Semantic filters: attribution theory

Topics: robotic usage intention pandemic electronic commerce social media

Methods: ANOVA parametric test survey experiment statistical hypothesis test

Theories: attribution theory

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Found 95 articles

Towards More Convenient Services: A Text Analytics Approach to Understanding Service Inconveniences in Digital Platforms

Explainable artificial intelligence in information systems: A review of the status quo and future research directions

The Downside of Displaying Agentic Values: Evidence from Shareholder Activism

Why Users Accept Discriminatory Pricing: The Roles of AI Agent's Presence and Explanation

How Human-AI Collaboration Affects Attribution of Responsibility for Failure and Success

The double-edged sword of delivery guarantee in E-commerce

Repairing Integrity-Based Trust Violations in Ascription Disputes for Potential E-Commerce Customers

Adverse consequences of emotional support seeking through social network sites in coping with stress from a global pandemic

Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention

Claim success, but blame the bot? User reactions to service failure and recovery in interactions with humanoid service robots